Study on Customer Service Quality and Customer Satisfaction at Credit Card in the Context of Prime Bank Limited”

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43, Mohakhali C/A, Dhaka 1212

Date: 18 December 2008

To Whom It May Concern

This is to certify that Shahriar Hossain is a BBA student of East West University. In the Fall- 2008 semester, he has taken the course Bus. 499, which requires a formal report on a specific topic or on a specific organization after completing a three months of work experience. For this purpose, he requires to gather relevant information about the chosen organization.

It is worth mentioning that the gathered information will only be used for pure academic purposes and will be kept classified. It will be highly appreciated if you help him to get relevant information about your esteemed organization.

Thank you for your kind cooperation.

S I Nusrat A Choudhury
Department of Business Administration
East West University


4 December 2008

Saadia Shabnam
Department of Business Administration
East West University

Subject: Submission of the Internship report “Study on Customer Service Quality and Customer Satisfaction at credit card in the context of Prime Bank Limited”


It is an honor and great pleasure for me to submit my internship report on “Study on Customer Service Quality and Customer Satisfaction at credit card in the context of Prime Bank Limited in Bangladesh”An Study on PRIME Bank Ltd.” in a professional way. I am now submitting my internship report on my activities.

During the process of preparing the report, I had the chance of experiencing and rediscovering my potentials. This report gave me an opportunity to apply my theoretical expertise, sharpen my views, ideas and communication skills, which will definitely help me in my future professional career.

Please feel free to contact me if you have any inquiries. I would be very happy to provide you with any clarifications regarding my Report. Thanking you and looking forward to receive your cordial approval of my submission.

Sincerely yours

Shahriar Hossain
Id # 2004-2-10-274
Department of Business Administration
East West University


Firstly I am grateful to Almighty Allah for whose blessing I have successfully completed my internship program and then it goes to our honorable course coordinator “S I Nusrat A Choudhury”, who has been very much friendly and approachable to me throughout the course and has given me a lot of guidance in the preparation of my report. I am indebted to many persons that a complete acknowledgement would be encyclopedic.

This paper is the outcome of my practical work at PRIME Bank Ltd., Mohakhali Branch after 90 days of working and data collection. The report could never been completed without the help of some helpful cooperative officials and accommodating authorities. I thank all the officers, staffs, especially all the heads of different departments of PRIME Bank Ltd., Mohakhali Branch, Dhaka for their nice co-operation.

I would also like to express my appreciation to the people who have helped all through the internship work. Above all, this report is a combined effort of my sincerity, efficiency and determination. However, I hope that this course as well as this work experience will help me to build my career in a successful and precise way in this arena.

And finally I like to say that I have tried heart and soul to prepare this report accurately. However, there might be some errors and silly mistakes due to my limited aptitude and time constraint. In this regard, I seek your kind consideration as I am in the process of learning.

Executive Summary
Credit Card is an electronic based plastic card bearing an account number assigned to a cardholder with a credit limit that can be used to purchase goods and pay for services with a credit facility and without cash transaction. The Prime Bank Ltd. (PBL) has started its credit card business in 1999 through Master-card and VISA card. The report titled “Study on...
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